The setup of a Google Business Listing is my priority piece of advice to small business owners, which works superbly with a well built website, to help find and convert new customers BUT in the last few days, I’ve noticed a growing concern among my clients regarding the removal of their reviews.
Many businesses that once boasted an impressive total of reviews have seen their counts drop by 50 to 100. This sudden change has left several business owners anxious about the integrity of their online presence.
Over the past week, I’ve received numerous contact from clients seeking clarification on this issue. To better understand what’s happening, I decided to delve deeper into the matter. Initially, I observed that my own review total remained stable, which led me to believe that perhaps my account was exempt from these changes. However, I soon discovered that this was not the case.
It appears that this phenomenon has been occurring over the last 5 to 6 days. Many speculated that Google might be conducting an audit to eliminate reviews deemed fake or in violation of their terms and conditions. I know several clients who have amassed a significant number of legitimate reviews, often using creative strategies to encourage feedback. For instance, one restaurant client effectively invites diners to leave reviews by providing cards with their bill, a tactic that has proven successful.
Is it just a total count issue?
Then, to my surprise, just yesterday, I noticed a drop in my own review total by two. This prompted me to reconsider my initial thoughts; perhaps this issue is more widespread than I had expected. To investigate further, I checked my Google Business Listing to confirm the actual number of reviews. To my relief, I found that all of my reviews were still present. This led me to assume that the discrepancy in review totals might be a bug on Google’s end, misrepresenting the actual numbers.
Today, just 12 hours later, my review total has returned to normal. Observations of a few other clients’ listings suggest that many are experiencing similar corrections, indicating that this might not be a permanent issue.
In conclusion
While the sudden drop in review totals has understandably alarmed many small business owners, it seems to be a temporary glitch rather than a systemic problem. I expect that Google will soon release an official update clarifying the situation and whether this is likely to recur. For now, it’s important for businesses to remain patient.
Update: 12th of February 12:18 – It’s been reported that Google are aware of this issue and it likely correlates with the stabilisation we’re seeing, further confirming it was likely a bug.
If you have any concerns or questions about your Google Business Listing, feel free to get in touch.